Job Description
Position Summary
The Support Specialist will provide technical support and issue resolution for AI Halo platforms across Windows and Linux operating systems. This role serves as a key interface between customers, field engineering teams, software developers, and hardware engineering organizations to diagnose and resolve platform, driver, AI framework, and application issues.
The ideal candidate will have experience supporting x86 platforms, AI/ML software environments, GPU computing technologies, and operating system-level debugging. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the *** AI software ecosystem, including ROCm.
Key Responsibilities
Customer & Partner Support
Serve as the primary technical contact for customer-reported AI Halo platform issues.
Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
Monitor inbox/ticket system and reproduce customer-reported defects in internal lab environments.
Manage support cases through closure while maintaining high customer satisfaction.
Provide technical guidance on platform configuration, performance tuning, and best practices.
Generate weekly reports
Develop collateral about common issues and issue trends
Platform Support
Support AI Halo systems running:
Microsoft Windows
Linux distributions (RexOS, Debian, Ubuntu etc.)
Troubleshoot platform-level issues involving:
CPU
Integrated GPU
NPU (Neural Processing Unit)
Memory subsystem
Power and thermal management
BIOS/UEFI
AI Software Stack Support
Support deployment and optimization of AI workloads on AI Halo platforms.
Assist customers with *** AI software ecosystem setup and validation.
Troubleshoot issues involving:
ROCm
PyTorch
Hugging Face models
*** AI Software
Analyze workload compatibility, model execution failures, and performance bottlenecks.
Debugging & Root Cause Analysis
Collect and analyze logs, traces, dumps, and telemetry data.
Perform issue isolation across hardware, firmware, drivers, operating systems, and AI frameworks.
Identify root causes and work with engineering teams to deliver fixes.
Escalate product defects with clear technical documentation and reproducible test cases.
Required Qualifications
3+ years of technical support, system validation, or software support experience.
Strong knowledge of Windows, Linux, and x86 platform architecture.
Experience with Python, Bash, or PowerShell scripting.
Excellent troubleshooting and customer communication skills.
Preferred Qualifications
Experience with *** platforms, ROCm, GPU/NPU compute, and AI/ML frameworks.
Familiarity with PyTorch, TensorFlow, Docker, and AI model deployment.
Knowledge of BIOS/UEFI, device drivers, and performance analysis tools.
The Support Specialist will provide technical support and issue resolution for AI Halo platforms across Windows and Linux operating systems. This role serves as a key interface between customers, field engineering teams, software developers, and hardware engineering organizations to diagnose and resolve platform, driver, AI framework, and application issues.
The ideal candidate will have experience supporting x86 platforms, AI/ML software environments, GPU computing technologies, and operating system-level debugging. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the *** AI software ecosystem, including ROCm.
Key Responsibilities
Customer & Partner Support
Serve as the primary technical contact for customer-reported AI Halo platform issues.
Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
Monitor inbox/ticket system and reproduce customer-reported defects in internal lab environments.
Manage support cases through closure while maintaining high customer satisfaction.
Provide technical guidance on platform configuration, performance tuning, and best practices.
Generate weekly reports
Develop collateral about common issues and issue trends
Platform Support
Support AI Halo systems running:
Microsoft Windows
Linux distributions (RexOS, Debian, Ubuntu etc.)
Troubleshoot platform-level issues involving:
CPU
Integrated GPU
NPU (Neural Processing Unit)
Memory subsystem
Power and thermal management
BIOS/UEFI
AI Software Stack Support
Support deployment and optimization of AI workloads on AI Halo platforms.
Assist customers with *** AI software ecosystem setup and validation.
Troubleshoot issues involving:
ROCm
PyTorch
Hugging Face models
*** AI Software
Analyze workload compatibility, model execution failures, and performance bottlenecks.
Debugging & Root Cause Analysis
Collect and analyze logs, traces, dumps, and telemetry data.
Perform issue isolation across hardware, firmware, drivers, operating systems, and AI frameworks.
Identify root causes and work with engineering teams to deliver fixes.
Escalate product defects with clear technical documentation and reproducible test cases.
Required Qualifications
3+ years of technical support, system validation, or software support experience.
Strong knowledge of Windows, Linux, and x86 platform architecture.
Experience with Python, Bash, or PowerShell scripting.
Excellent troubleshooting and customer communication skills.
Preferred Qualifications
Experience with *** platforms, ROCm, GPU/NPU compute, and AI/ML frameworks.
Familiarity with PyTorch, TensorFlow, Docker, and AI model deployment.
Knowledge of BIOS/UEFI, device drivers, and performance analysis tools.
Numbers & Facts
| Location | AUSTIN, TX |
| Industry | Computer/IT Services |
| Company Size | 1 to 9 employees |
| Year Founded | 2016 |
| Website | https://www.shglobalsolutions.com |
About Company
SH Global Solutions is a certified Service Disabled Veteran Owned Small Business (SDVOSB) headquartered in Maryland. Established in 2016 to modernize commercial and government technology to mitigate cybersecurity threats and to secure data centers from increasingly more frequent cyber attacks, we specialize in providing Information Technology (IT) solutions and services to government and commercial organizations. Our core areas of core expertise are focused in:
● Datacenter consolidation/optimization - this includes designing, procuring, and installing turnkey secure, modern infrastructure solutions including scalable and modular systems
● Professional program and project management services for large and complex projects
● In-building wireless solutions to enable 5G technology and connect to the growing Internet of Things (IoT)
Our team is comprised of highly skilled and dedicated professionals, uniquely qualified in cutting-edge technology, and engineering, and in the rapid deployment and implementation of new technologies. Our CEO is a retired United States Air Force Colonel and entrepreneur with over 25 years supporting the DOD, US Government agencies, and NATO worldwide.
Skills
- Analysis Skillsunmatched
- Artificial Intelligence (AI)unmatched
- BIOS Softwareunmatched
- Best Practicesunmatched
- Channel Supportunmatched
- Communication Skillsunmatched
- Computer Engineeringunmatched
- Computer Firmwareunmatched
- Customer Relationsunmatched
- Customer Satisfactionunmatched
- Customer Support/Serviceunmatched
- Debian Linuxunmatched
- Debugging Skillsunmatched
- Device Driversunmatched
- Dockerunmatched
- Ecosystemsunmatched
- GPU (Graphics Processing Unit)unmatched
- Identify Issuesunmatched
- Linux Distributionsunmatched
- Linux Operating Systemunmatched
- Marketing/Sales Collateralunmatched
- Microsoft Windows Operating Systemunmatched
- Network Debuggingunmatched
- Operating Systemsunmatched
- Performance Analysisunmatched
- Performance Tuning/Optimizationunmatched
- Power Managementunmatched
- Problem Solving Skillsunmatched
- Root Cause Analysisunmatched
- Sales/Support Engineering (SE)unmatched
- Software Administrationunmatched
- Software Developmentunmatched
- System Validationunmatched
- Systems Administration/Managementunmatched
- Team Playerunmatched
- Technical Leadershipunmatched
- Technical Supportunmatched
- Technical Writingunmatched
- Telemetryunmatched
- Test Caseunmatched
- Thermal Managementunmatched
- Ubuntuunmatched
- x86 Processorsunmatched
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